Consumer Redressal

I had order a sofa cum bed on 29th Jun 2021 for which i had paid online. Expected delivery date mentioned in order was 31st July 2021. We received product on 30th July 2021 a day before. We requested delivery people to open the product check before they leave. Once we opened it, we found Sofa was damaged. We asked delivery people if they will take the product back or how it is . they said, you raise a complain where you have order the product, another team with come to pick it up. I had immediately spoke to Flipkart customer support executive, she said "don't worry mam, i have raised a request to replace the product. technical team will visit your home on 31 July 2021 and take the sofa back and will get another product within 24hour and give you". I requested for reference number, she said "you will receive reference no in email/sms once you keep the call". I had requested multiple times but her answer was same. I kept the call hoping she will send a complain no in an hour time but i did not receive anything. Then i checked my order tracking sms again and found status has changed. It was reflecting technical visit on 31st July 2021 and pickup of sofa 1st Aug 2021. 31st July 2021 i got a call from transport person who asked for pics of product and bill. I shared on whatsApp. I asked when will you come and pickup damaged product and provide another one. Person said " i am transport person, my job is done. you raise your complain with FlipKart. I kept the call. Post that no one visited, I called again on 2nd Aug 2021, i escalated the case. Support executive informed that until delivery status is updated in their system, replacement complain will not move ahead. After long argument he raised two complain for me. One for return of damaged product and 2nd for replacement of the product. After 2-3 days again received a call from customer support executive stating due to technical problem in their system delivery status can not e updated in the system and hence they can't go for replacement request. She said, i have to go for order cancellation and get money back. I agreed for that too. She cancelled all earlier complains and raised cancellation request. Got sms with updated status again where it was mentioned that technical team will visit and will get the refund in 6 working days. i waited but no one came, i again called customer support people, after long call again they gave new date 13th Aug people will take sofa back and i get my money. Then after 1-2 days my order tracker sms status changed again as product delivered on 12th Aug 2021. that is it. and there is no other complain of replacement or cancellation. And it was not giving e any option for cancellation. It was only allowing me to choose return option with replacement. i had no choice as i wanted to open return request. I called again, after so much harassment and argument executive said " technical team will visit on 16th Aug 2021. I said "if they don't visit on 16th Aug i shall raise complain in consumer court. Again No one visited. Received just a sms on 17th Aug stating they will visit today and sorry for delay. I waited on 17th As well again no visit. In between my mother in-law became very serious as she is COPD patient. We got busy with her health issues. All packing material is lying in my living room along with sofa. there is so much inconvenience as there is no place to sit in living area. Again got a sms showing pickup by 5th Sept 2021. As i said the executive in my last call that i will not call you people, i will raise complain i consumer court so i did not call them. I again received a call informing the same thing that pickup will be done on 6th Sept 2021. I asked him i don't want to talk regarding same thing again. Please do not send me sms stating issue resolved. Keep my case open till you take sofa back. He said yes, will not close the case still he sent sms stating "Issue Resolved". I am completely pissed of of these people. I want my money back Rs 35999/-. They troubled us for more then a month. So much mental harassment. We need your help to get our money back. We are working people don't have so much time or money to spend. We are already paying EMI of Sofa. We don't want any product from Flipkart now. No deal with them. Please help us to get our money back. They are just giving us dates every time. No action.